Dispatch Team Leader

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 4,500 professionals, we’re committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you’ll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together.

SUMMARY:

The Dispatch Team Leader is responsible for managing the daily operations of the dispatch team, ensuring timely and efficient coordination of field services. This role involves overseeing resource allocation, scheduling, and the handling of on-call and PTO duties for team members. The Dispatch Team Lead ensures high levels of customer satisfaction through effective communication, problem resolution, and collaboration with internal teams. The position requires strong organizational skills, leadership, and a solid understanding of dispatching processes and software.

PRIMARY DUTIES & RESPONSIBILITIES include but are not limited to:

• Leadership and Team Management:
  • Lead, mentor, and motivate team members to ensure optimal performance in alignment with organizational goals and a positive work environment.
  • Provide guidance and support to staff, including regular feedback and performance evaluations.
  • Involved in recruitment, performance management, and termination decisions within the dispatch team.
• Scheduling and Resource Allocation:
  • Oversee staff scheduling, assignment allocation, PTO coordination, and on-call rotations, ensuring appropriate staffing levels for operational needs.
  • Oversee scheduling and coordination of field service activities.
  • Monitor workload distribution to maximize team efficiency.
• Process Improvement:
  • Design and implement standardized operating procedures to enhance team efficiency and consistency.
  • Identify opportunities for continuous improvement in processes and work methods.
• Performance Monitoring and Reporting:
  • Monitor team performance, track key performance indicators (KPIs), and report on progress toward goals.
  • Address performance issues and collaborate with HR on corrective actions when necessary.
    
    
• Communication and Collaboration:
  • Maintain clear and consistent communication with team members, upper management, and other departments.
  • Collaborate with internal departments to ensure the alignment of service goals and customer expectations.
  • Facilitate emergency service calls as needed.
  • Assist in Project Management as needed
• Problem Resolution:
  • Serve as the primary point of contact for escalations related to dispatch and scheduling.
  • Resolve operational issues and conflicts within the team and clients in a timely and effective manner.
  • Ensure that problems are addressed and rectified to maintain productivity and service quality.
• Training and Development:
  • Identify skill gaps and training needs within the team and facilitate training and development programs.
  • Support team members in their professional growth and career development.
• Administrative and Reporting Duties:
  • Oversee administrative tasks, including timekeeping, attendance, and maintaining accurate records.
  • Prepare and submit regular reports on team performance and operational metrics.
• Customer Service and Client Relations:
  • Ensure high-quality service delivery by the team, resolving client concerns or escalations as needed.
  • Build and maintain strong relationships with clients to enhance satisfaction and business outcomes.

COMPETENCIES & KEY SKILLS:

• Leadership: Ability to manage and direct a team of employees, delegating tasks and responsibilities effectively.
• Performance Management: Coaching team members providing constructive feedback to reach their full potential.
• Time Management: Prioritizing tasks and managing resources effectively.
• Communication: Clear and effective verbal and written communication, and active listening skills.
• Adaptability: Flexibility in handling change and adapting to new situations/tasks and ability to remain calm under pressure.
• Problem Solving: Ability to identify problems quickly and propose practical solutions and analytical thinking to assess situations and decide on the best course of action.
• Customer Oriented: High focus on service quality and customer satisfaction.
• Attention to Detail: Monitoring quality control processes and ensuring accuracy in tasks and activities.
• Technical Proficiency: Acquire and refine proficiency in the software tools and systems essential for performing job responsibilities efficiently

REQUIRED EDUCATION & EXPERIENCE:

•  University degree
• A minimum of three years of supervisory experience

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